Telephone Support Agent
Montréal, QC, CA
1d ago
source : JobsMedia

Work place : Montréal)

Desjardins Group is the largest cooperative financial group in Canada, and one of the largest employers in the country. It offers a full range of financial products and services and is home to a wealth of expertise in property and casualty insurance, life and health insurance, wealth management, services for businesses of all sizes, securities brokerage, asset management, venture capital, and secure, leading-edge virtual access methods.


The incumbent takes phone calls originating from the AccèsD contact centre, frequently concerning unresolved issues. Process transaction notices and act as the liaison between caisse operations and the AccèsD contact centre.

Caisse Desjardins du Centre-Est de Montreal is located in Eastern Montreal. It has nearly 200 employees across 7 service centres.

Our mission : Contribute to the socio-economic development of our members and clients by offering personalized business solutions and putting our cooperative difference to work for them.

The Caisse is committed to building and growing lasting business relationships with its over 78,000 members and potential clients.

It has an estimated $2.57 billion in assets and over $5,19 billion in total business volume. In order to offer personalized advisory services, Caisse Desjardins du Centre-Est de Montréal has 3 specialized teams that focus on different stages of members’ professional and financial lives : Entrepreneurs and business professionals, Early working years and active mid-life, Pre-retirement and Retirement.

These are composed of agents and dynamic and passionate advisers for whom taking charge of the customer is a priority. With its flexible hours, the Caisse du Centre-Est de Montréal promotes work-life balance and cares about the well-being of all its employees.

Main responsibilities

  • Take transactional, convenience and informational calls originating from the AccèsD Contact Centre. Propose customized and sustainable solutions and ensure the satisfaction of members and customers.
  • Process transaction notices originating from the contact centre and follow up with members and customers within 24 hours.
  • Assist members and customers to optimize their use of Desjardins products and services by providing them with information, guiding them in their operations, and, when applicable, by selling convenience and automation products and services.
  • Compile complaints and problems reported by members, customers, caisse employees and managers, and contact centre and Desjardins Group components.
  • Identify ways to improve service quality and propose solutions.

  • When coming into contact with members and customers, work to strengthen the trust they have in Desjardins by adequately responding to their needs.
  • Ensure that activities are completed in a timely fashion and in accordance with prescribed quality standards.
  • Ensure the security of transactions and operations in accordance with current policies, practices and standards .
  • Other working condition

  • Number of jobs available : 1
  • Qualifications

  • High school diploma
  • A minimum of two years of relevant experience
  • Please note that other combinaisons of qualifications and relevant experience may be considered

  • For vacant positions available in Quebec, please note that knowledge of French is required
  • Specific knowledge

  • Knowledge of all counter and convenience products and services
  • Knowledge of integrating data into systems
  • Understanding of the philosophy and fundamentals of financial services cooperatives
  • Knowledge of operating procedures related to convenience products and services and automated and assisted transactions
  • Understanding of telephone protocol
  • Knowledge of service standards
  • Desjardins Cross-sector skills

    Action oriented, Collaborates, Customer Focus, Innovation

    Key competencies for the job

    Action oriented, Collaborates, Communicates effectively, Customer Focus, Innovation, Interpersonal Savvy, Situational adaptability

    Work Location

    Caisse Desjardins du Centre-est de Montréal

    Job Family

    Member / client sales and service (FG)

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